IT Client Communication Specialist (Pacific Time Zone)

Thecentermemphis; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading company is seeking a Client Communication Specialist to serve as a primary contact for clients, ensuring smooth delivery of services and high client satisfaction. The role involves analyzing client needs, managing expectations, and collaborating with internal teams to solve business problems. The ideal candidate will possess strong relationship-building skills, data analysis capabilities, and a consultative approach to IT solutions. This fully remote position offers numerous career advancement opportunities and a supportive team environment.

Benefits

Comprehensive benefits

401K/RRSP matching

Qualifications

• Minimum 3 years relevant technical experience preferred.
• Experience with in-person client meetings required.

Responsibilities

• Participate in client meetings to report on issue trends and improvements.
• Measure client satisfaction and manage expectations.
• Coordinate incident responses and analyze operations for efficiencies.

Skills

Relationship building

Data analysis

Customer service

Education

Degree or diploma in a related field

Tools

ITIL standards

Job description

Job Title: Client Communication Specialist

Leveraging our standard technologies and processes, coupled with our people and corporate structure, we deliver a unique result for our clients. Your clients will experience increased employee productivity, predictability in capital and operating expenditures, reduced downtime and risk, improved employee morale, reduced lost revenue, and enhanced business agility.

As a primary client point of contact, the Client Communication Specialist will analyze and consult with clients and internal VC3 team members regularly. The role involves identifying opportunities for solving business problems through standards alignment, expectation setting, and implementation. Alongside the Strategic Advisor, the Strategy team aims to bring excellence to their client base, resulting in high client satisfaction.

The Specialist will work directly with client teams and VC3 technical teams to ensure smooth delivery of services such as service desk, project work, proactive maintenance, procurement, training, and ongoing support. Responsibilities also include handling day-to-day client requests like escalations, meetings, invoicing questions, research, and document preparation.

To deliver exceptional results, staying informed about service delivery, technology upgrade cycles, project schedules, and client needs is essential. We are a data-driven company, and ongoing analysis informs decision-making and strategy.

Our People

Our team members are collaborative, positive, and dedicated to mutual success. Transparency and open communication are core values, guided by principles like Passionately Curious, Own It, Go Beyond, and Serve as One. We aim to create something extraordinary together.

Our Core Focus

Our team plays a pivotal role in serving those who serve, providing technologies that make life safe and simple. With nearly 30 years of expertise, we deliver tailored managed services and cybersecurity solutions.

Your Growth

We prioritize development and offer numerous career advancement opportunities. Our environment emphasizes continuous learning through hands-on experiences and formal programs to propel your career.

Department: Service Delivery

Employment Type: Full Time

Location: USA - Remote

Workplace type: Fully remote

Key Responsibilities

• Participate in client meetings to report on issue trends, projects, system performance, change management, and improvements.
• Measure client satisfaction, manage expectations, discuss service agreements, and vendor relations.
• Prepare and review reports and metrics using internal tools.
• Identify client churn risks and develop solutions with internal teams.
• Advocate for clients in support services, maintenance, and procurement, ensuring deadlines are met.
• Assist with change management, document escalations, and participate in resolution meetings.
• Coordinate incident responses, communicate with stakeholders, and analyze operations for efficiencies.
• Provide client feedback across departments via various communication channels.
• Collaborate with Strategic Advisors/vCIO on strategic planning, solution research, and budget cycles.
• Maintain knowledge of relevant technology products and services.
• Contribute to client documentation and ensure data accuracy.
• Oversee Microsoft Licensing strategies.
• Assist with onboarding/offboarding and client presentations.
• Participate in weekly internal strategy meetings and onsite client meetings as needed.

Additional Responsibilities

• Generate pricing info and quotes with clients and vendors.
• Manage support renewals and billing inquiries.
• Utilize automated systems for agreement reconciliation and billing accuracy.
• Handle overflow calls and invoice reviews.
• Participate in collections when needed.
• Manage KnowBe4 campaigns for CMMC accounts.
• Prepare meeting packets and project updates.
• Manage security offerings like Darkweb monitoring and BullPhish.
• Perform other duties as required.

Skills, Knowledge, and Expertise

• Relationship building through proactive communication and reliability.
• Networking within the organization to meet client needs.
• Consultative selling with an IT solutions approach.
• Data analysis skills for assessing performance metrics and trends.
• Degree or diploma in a related field is a plus.
• Minimum 3 years relevant technical experience preferred.
• Experience with in-person client meetings required.
• Knowledge of ITIL standards is beneficial.
• Strong organizational, presentation, and customer service skills.

Additional Information

• Background checks and CJIS compliance required.
• Comprehensive benefits and 401K/RRSP matching offered.

Thank you for your interest in VC3. Only selected candidates will be contacted.

About VC3

VC3 provides Managed IT Services, Private Cloud, Hosted VoIP, Web Applications, SharePoint Consulting, and Web Hosting. With over 25 years of experience, we focus on connecting the best technologies with talented professionals to deliver high-impact solutions. We are committed to making IT personal, easy, and right, driven by our talented team.

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